Technical Support Executive

Published on: 12/12/2024

Technical Support Executive

Fonicom is dedicated to developing forward-thinking solutions that address the evolving needs of businesses and their IT landscapes. Our approach is rooted in innovation, and adaptability, ensuring that we remain at the forefront of the industry. We are specialised in delivering comprehensive services to a diverse client base, operating in various industries.

Join us as we drive change and shape the future!

• Hardware Troubleshooting and Repairs: Diagnose and resolve faults with PCs, laptops, desktops, and servers across Windows, Mac, and Linux platforms.
• Efficient Warranty Management: Handle Dell warranty processes, including timely ordering of spare parts, managing warranty returns, and ensuring a 24/7 stock of necessary spares.
• Backup Solutions and Monitoring: Install, configure, and monitor Veeam and Dell backup solutions, ensuring customer data is secure and systems are running smoothly.
• Customer Support and Remote Resolution: Resolve client issues remotely via phone, email, chat, or other channels, tracking progress and ensuring resolution within agreed SLAs.
• Vendor Coordination: Coordinate vendor notifications and patches, keeping clients updated and ensuring their systems are maintained and up-to-date.
• Multitasking and Prioritization: Manage and prioritize multiple issues simultaneously, ensuring that all customer needs are addressed promptly.
• Follow-Up and Documentation: Ensure clients’ IT systems are fully functional after troubleshooting, logging all issues accurately, and tracking them through to resolution.
• Continuous Improvement: Research and evaluate new technologies, earn industry certifications, and maintain strong relationships with customers and suppliers.
• Additional Duties: Be adaptable and take on other responsibilities within your competencies to support the company’s growth and success.

• Innovative and Creative: A forward-thinking, open-minded individual who enjoys challenges and has the confidence to share ideas within a supportive team environment.
• Customer-Focused Professional: A team player who maintains a professional, considerate approach to customer relationships, responding to requests promptly and effectively.
• Experienced and Skilled: 2-3 years of experience in a similar role, with a strong ability to troubleshoot hardware and software issues.
• Tech-Savvy: Familiarity with Dell technologies, hardware appliances, laptops, servers, storage solutions, and Windows OS is an asset.
• Effective Communicator: Clear and concise in both written and spoken English.
• Certifications and Education: Brand-specific certifications and a Bachelor’s degree in IT are a plus.
• Driving License: A valid B Driving License is required.

If you recognize yourself in this offer and if the words Innovation, Passion, Ambition and Positiveness resonate with you, don’t wait any longer and join us.